Senior Customer Success Manager

Summary

Join Doxel AI's Customer Success Team as a foundational member, serving as a brand ambassador and focusing on customer needs. Partner with strategic customers to demonstrate Doxel's product impact, foster adoption and expansion, and create high-impact executive presentations. The ideal candidate is a customer success professional with a strong background in strategic account management, executive engagement, and revenue growth in a high-growth B2B SaaS environment. You will lead customer engagement and growth, build executive relationships, create executive-level collateral, and own operational execution. Doxel offers a competitive salary and comprehensive benefits.

Requirements

• 6+ years of experience in customer success or sales at a high-growth B2B SaaS company, with a strong focus on account expansion, renewals, and upsells
• Demonstrated success in managing strategic accounts—you have built and maintained relationships with executive stakeholders, driven adoption, and contributed to measurable revenue growth
• Exceptional communication and presentation skills—you can distill complex insights into clear, compelling narratives that resonate with C-suite executives
• Proven ability to cultivate strong relationships with senior and executive leadership
• A results-oriented problem solver—you take a proactive approach to identifying challenges and implementing effective solutions
• Ability to thrive in fast-paced, high-growth environments—you are adaptable, resilient, and comfortable navigating change
• Proven expertise in driving product adoption and retention, ensuring customers maximize their investment and achieve their business goals
• Strong experience with strategic account planning and mapping white space, including identifying and capitalizing on opportunities
• Willingness and ability to travel 50%+ to engage with key customer stakeholders and strengthen relationships

Responsibilities

• Partner directly with Doxel’s strategic customers’ key stakeholders to demonstrate and prove the impact of Doxel’s products and services
• Foster trust, adoption, and expansion to Doxel’s platform while delivering unparalleled value to our customers
• Create high-impact executive-level presentations that expand business opportunities
• Engage and influence senior decision-makers to expand our footprint and deepen customer investment in Doxel
• Lead Customer Engagement & Growth
• Act as a subject matter expert on Doxel’s products, providing training across multiple customer personas
• Lead Monthly and Quarterly Business Reviews (MBRs/QBRs) with executive stakeholders
• Gather, analyze, and action customer feedback, pain points, and trends based upon leading and lagging indicators to improve product adoption
• Proactively identify expansion, upsell, and renewal opportunities within your portfolio
• Drive Customer Success and Utilization
• Guide customers through trust, adoption, and expansion to drive strategic growth
• Become a trust advisor, helping customers to solve key organizational challenges and optimize workflowsEnsure customers fully utilize their subscription commitments towards ultimately exceeding usage thresholds to unlock growth
• Build Executive Relationships and Strategic Partnerships
• Cultivate strong relationships with senior and executive leadership at our customers to create strategic alignment and build long term partnerships
• Partner with key stakeholders to expand our footprint and uncover new opportunities
• Develop executive champions within our customers to create advocacy, renewals, and referrals
• Create Executive-Level Collateral & Presentations
• Collaborate and build data-driven, visually compelling collateral that enables leadership to make informed decisions with Doxel data
• Discover and present strategic insights that help strengthen partnerships and expand business opportunities
• Own Operational Execution
• Roll up your sleeves to document feature requests, minor bug reports, and technical escalations to Doxel’s R&D team
• Create, update, and maintain best practices, FAQs, and playbooks to ensure a seamless customer experience
• Urgently escalate and resolve high-priority customer issues to drive retention and satisfaction

Preferred Qualifications

• 5+ years of experience in the commercial construction industry (e.g., project engineer, project manager, scheduler, superintendent)
• Strong understanding of general contractor workflows and industry-specific challenges

Benefits

• Comprehensive health/dental/vision benefits for employees and their families
• Unlimited PTO policy
• 401(k) program
• Flexible work environment